GHOSTING
Ghosting originated from the dating scene of when mostly young people were just starting to see each other and then cut off all communications with no explanations.
Ghosting in the business environment is a relatively new term, it's when people that should be responding to you, with any form of communication, but just don't.
The reasons could be they don't care, or they are too busy, and they are triaging their communications, or they just don't want to respond because they don't have any solutions.
Not responding is a type of answer too.
Ghosting is very poor customer service and very disrespectful, it shows the person usually sending the communication that you don't value their business partnership.
It also shows poor business acumen on behalf of the company, especially since every company is only as strong as it's weakest representative, and if it's the owner, well that won't end well.
I work in customer service, lots of emails everyday, ghosting is on the rise in 2022, during covid it wasn't an issue because everybody was working from home.
Ghosting can really effect business interactions, especially when it involves large corporations that are in business together usually one is a supplier of goods and services and the other is using those.
I apply the golden rule on this one, and I try to respond to all emails within 24 hours, even if the answer is negative or bad.
I consider myself ghosted when nobody responds within 72 hours(or three business days) during the week, business is moving too fast these days, I have people texting me, phoning and emailing me, and I do the same.
If people can't get back to me within 72 hours, I am moving on, when away the auto responder let's people know your not around and not ghosting them.
At the very least we can all send a quick email saying we are looking into it, stay tuned, or something else to acknowledge the concern lodged.
The other issue is some corporations have scaled back their customer response teams(or they left and they never replaced them) to the point that, there is no way a certain amount of people could ever properly respond to all the inquires. I also see a bit of top heavy management interactions where the managers of the frontline responders that interact with their customers are getting bogged down in reports and other useless minutia foisted upon them that takes time away from their customer interactions and perhaps responding faster to communications from their customers. I wish companies would only see it, when this is happening.
I am going to say Watt Wagons has ghosted both this forum and their customers.........very very bad.
wattwagons.com
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